Faith Alive values you as a customer and wishes to provide you with the best service possible. Please note this important information before completing your order. Visit the Help page to read this information in its entirety.

Orders

Your order automatically begins processing as soon as it's submitted, so the customer service representatives cannot make changes, corrections, and/or cancellations. Please verify the spelling of your name and address and accuracy of the content of your order.

If you order a product that is out of stock or not yet available, Faith Alive will ship the portion of your order that is in stock and bill you only for that shipment plus shipping and handling charges. When the out-of-stock item becomes available, Faith Alive will bill your credit card for the cost of the product(s) plus shipping and handling charges. You may cancel your backorder any time prior to the products being shipped.

Electronic Products

Downloadable products and eBooks are only available online and require pre-payment with a credit card. They cannot be returned and refunds cannot be issued. Please verify that you've purchased the correct eBook file for your particular reader. eBook files are available in two formats: ePub for most readers (including the Apple iPad, Barnes & Noble Nook, Sony Reader) and Mobipocket for the Amazon Kindle (and most PDAs using a Mobipocket Reader). If you have questions about how to read an eBook file on your particular reader or device, please consult the user manual or website for your particular reader or device.

Please note: you will receive an order confirmation email with a link to download your electronic product file(s). This link is valid for 30 days and 5 download attempts. Please retrieve your file(s) promptly and save to your computer.

Shipping and Handling

Most orders ship within one business day from receipt of your order and will take 2-10 business days depending on where you live. Delivery time for out of stock or preordered items will vary according to when the item becomes available. Orders may also be picked up at either the Grand Rapids, Michigan, or Burlington, Ontario, office.

For expedited shipping, Faith Alive must receive your order by 10:00 am Eastern Time for same-day shipping.

Return Policy

Churches/Individuals
You may return items within 30 days of purchase. Faith Alive only accepts returns of clean, unused, unopened materials that are in saleable condition. Curriculum materials must be returned within 30 days beyond the end of each quarter. Refunds do not apply to downloadable products, eBooks, digital resources, out of print products, and opened DVDs and CDs. DVDs and CDs must be returned unopened in order to qualify for a refund. Opened DVDs and CDs can be exchanged for the identical item if the item is damaged or defective.

Returned materials must be accompanied by a copy of the packing slip or invoice or you will be credited at 90% of the invoice value. You are responsible for shipping the returned items back to Faith Alive and shipping charges for returns are non-refundable. Faith Alive is not responsible for returned materials that are not received.

Retail
You may return materials without obtaining prior permission. Faith Alive will only accept returns of clean, unused materials that are in saleable condition, and free of any pricing labels. Returns must be made within 18 months of the date of the original invoice.

Returned materials are credited according to invoice number; any return made without a copy of the packing slip or invoice will be credited at 90% of the invoice value. You are responsible for shipping the returned items back to Faith Alive and shipping charges for returns are non-refundable. Faith Alive is not responsible for returned materials that are not received.

Collection, Use, and Disclosure of Personal Information

When you purchase materials from our website, we may collect certain information from you, including but not limited to your first and last name, postal address, email address, telephone number, and credit card information ("personal information"). All financial information is encrypted using a secure server before it is transmitted to us over the Internet. Faith Alive Christian Resources uses personal information in various ways, including processing and confirming online orders placed through our secure website. Faith Alive Christian Resources may share personal information we collect with third-party vendors in order to communicate with you and to process your order.